Analysis of the user satisfaction level in a public physical therapy service
Autor(a) principal: | |
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Data de Publicação: | 2013 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Brazilian Journal of Physical Therapy |
Texto Completo: | http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1413-35552013000400328 |
Resumo: | BACKGROUND: The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE: This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that impact the usersâ€(tm) perceived quality. METHOD: A cross-sectional observational study was conducted, and 95 patients from the physical therapy department of the Hospital Universitário Gaffrée e Guinle - Universidade Federal do Estado do Rio de Janeiro (HUGG/UNIRIO) - Rio de Janeiro, Brazil, were evaluated by the SERVQUAL questionnaire. A brief questionnaire to identify the sociocultural profile of the patients was also performed. RESULTS: Patients from this health service presented a satisfied status with the treatment, and the population final average value in the questionnaire was 0.057 (a positive value indicates satisfaction). There was an influence of the educational level on the satisfaction status (χ‡Â²=17,149; p=0.002). A correlation was found between satisfaction and the dimensions of tangibility (rho=0.56, p=0.05) and empathy (rho=0.46, p=0.01) for the Unsatisfied group. Among the Satisfied group, the dimension that was correlated with the final value of the SERVQUAL was responsiveness (rho=0.44, p=0.01). CONCLUSIONS: The final values of the GGUH physical therapy department showed that patients can be satisfied even in a public health service. Satisfaction measures must have a multidimensional approach, and we found that people with more years of study showed lower values of satisfaction. |
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Brazilian Journal of Physical Therapy |
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Analysis of the user satisfaction level in a public physical therapy servicehealth managementphysical therapyuser satisfaction BACKGROUND: The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE: This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that impact the usersâ€(tm) perceived quality. METHOD: A cross-sectional observational study was conducted, and 95 patients from the physical therapy department of the Hospital Universitário Gaffrée e Guinle - Universidade Federal do Estado do Rio de Janeiro (HUGG/UNIRIO) - Rio de Janeiro, Brazil, were evaluated by the SERVQUAL questionnaire. A brief questionnaire to identify the sociocultural profile of the patients was also performed. RESULTS: Patients from this health service presented a satisfied status with the treatment, and the population final average value in the questionnaire was 0.057 (a positive value indicates satisfaction). There was an influence of the educational level on the satisfaction status (χ‡Â²=17,149; p=0.002). A correlation was found between satisfaction and the dimensions of tangibility (rho=0.56, p=0.05) and empathy (rho=0.46, p=0.01) for the Unsatisfied group. Among the Satisfied group, the dimension that was correlated with the final value of the SERVQUAL was responsiveness (rho=0.44, p=0.01). CONCLUSIONS: The final values of the GGUH physical therapy department showed that patients can be satisfied even in a public health service. Satisfaction measures must have a multidimensional approach, and we found that people with more years of study showed lower values of satisfaction. Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia 2013-08-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S1413-35552013000400328Brazilian Journal of Physical Therapy v.17 n.4 2013reponame:Brazilian Journal of Physical Therapyinstname:Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (ABRAPG-FT)instacron:ABRAPG-FT10.1590/S1413-35552013005000097info:eu-repo/semantics/openAccessAlmeida,Renato S.Nogueira,Leandro A. C.Bourliataux-Lajoine,Stéphaneeng2014-07-31T00:00:00Zoai:scielo:S1413-35552013000400328Revistahttps://www.scielo.br/j/rbfis/https://old.scielo.br/oai/scielo-oai.phpcontato@rbf-bjpt.org.br||contato@rbf-bjpt.org.br1809-92461413-3555opendoar:2014-07-31T00:00Brazilian Journal of Physical Therapy - Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (ABRAPG-FT)false |
dc.title.none.fl_str_mv |
Analysis of the user satisfaction level in a public physical therapy service |
title |
Analysis of the user satisfaction level in a public physical therapy service |
spellingShingle |
Analysis of the user satisfaction level in a public physical therapy service Almeida,Renato S. health management physical therapy user satisfaction |
title_short |
Analysis of the user satisfaction level in a public physical therapy service |
title_full |
Analysis of the user satisfaction level in a public physical therapy service |
title_fullStr |
Analysis of the user satisfaction level in a public physical therapy service |
title_full_unstemmed |
Analysis of the user satisfaction level in a public physical therapy service |
title_sort |
Analysis of the user satisfaction level in a public physical therapy service |
author |
Almeida,Renato S. |
author_facet |
Almeida,Renato S. Nogueira,Leandro A. C. Bourliataux-Lajoine,Stéphane |
author_role |
author |
author2 |
Nogueira,Leandro A. C. Bourliataux-Lajoine,Stéphane |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Almeida,Renato S. Nogueira,Leandro A. C. Bourliataux-Lajoine,Stéphane |
dc.subject.por.fl_str_mv |
health management physical therapy user satisfaction |
topic |
health management physical therapy user satisfaction |
description |
BACKGROUND: The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE: This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that impact the usersâ€(tm) perceived quality. METHOD: A cross-sectional observational study was conducted, and 95 patients from the physical therapy department of the Hospital Universitário Gaffrée e Guinle - Universidade Federal do Estado do Rio de Janeiro (HUGG/UNIRIO) - Rio de Janeiro, Brazil, were evaluated by the SERVQUAL questionnaire. A brief questionnaire to identify the sociocultural profile of the patients was also performed. RESULTS: Patients from this health service presented a satisfied status with the treatment, and the population final average value in the questionnaire was 0.057 (a positive value indicates satisfaction). There was an influence of the educational level on the satisfaction status (χ‡Â²=17,149; p=0.002). A correlation was found between satisfaction and the dimensions of tangibility (rho=0.56, p=0.05) and empathy (rho=0.46, p=0.01) for the Unsatisfied group. Among the Satisfied group, the dimension that was correlated with the final value of the SERVQUAL was responsiveness (rho=0.44, p=0.01). CONCLUSIONS: The final values of the GGUH physical therapy department showed that patients can be satisfied even in a public health service. Satisfaction measures must have a multidimensional approach, and we found that people with more years of study showed lower values of satisfaction. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-08-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1413-35552013000400328 |
url |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1413-35552013000400328 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.1590/S1413-35552013005000097 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia |
publisher.none.fl_str_mv |
Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia |
dc.source.none.fl_str_mv |
Brazilian Journal of Physical Therapy v.17 n.4 2013 reponame:Brazilian Journal of Physical Therapy instname:Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (ABRAPG-FT) instacron:ABRAPG-FT |
instname_str |
Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (ABRAPG-FT) |
instacron_str |
ABRAPG-FT |
institution |
ABRAPG-FT |
reponame_str |
Brazilian Journal of Physical Therapy |
collection |
Brazilian Journal of Physical Therapy |
repository.name.fl_str_mv |
Brazilian Journal of Physical Therapy - Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (ABRAPG-FT) |
repository.mail.fl_str_mv |
contato@rbf-bjpt.org.br||contato@rbf-bjpt.org.br |
_version_ |
1754575949566836736 |